Negotiating Contracts and Closing Deals at Westgate Resorts
Negotiating Contracts and Closing Deals at Westgate Resorts
Background:
At Westgate Resorts, one of the leading providers of vacation property ownership in the Orlando area, I worked as a sales representative responsible for educating potential clients about the benefits of vacation ownership. My role involved guiding clients through the decision-making process, addressing concerns, and ultimately negotiating contracts to ensure mutual satisfaction. My focus was not only on closing deals but also on fostering long-term relationships with clients to ensure a positive experience with their vacation ownership.
Challenge:
One of the key challenges I faced in this role was overcoming the skepticism some potential clients had regarding the vacation ownership program. Many were hesitant due to the perceived risks or misunderstandings about the costs, benefits, and long-term value of ownership. Clients often viewed vacation ownership as an expense rather than an investment in their future vacations.
Additionally, potential clients typically entered the discussions with pre-existing assumptions about the vacation ownership industry, influenced by negative media coverage or previous experiences that created doubts. My goal was to change their mindset and provide them with the information they needed to feel confident in their decision.
Objective:
Educate clients about the true value of the vacation ownership program, highlighting how it provides flexibility, savings, and exclusive benefits.
Address client objections by presenting clear, tailored solutions that aligned with their personal vacation goals.
Negotiate favorable terms for both the client and the company, ensuring a mutually beneficial agreement.
Close the deal effectively by providing reassurance, responding to final concerns, and offering incentives when necessary.
Approach:
Initial Consultation and Needs Assessment:
Every interaction began with a comprehensive needs assessment, where I took the time to understand the clients’ vacation preferences, frequency of travel, and budget. This helped me identify how the vacation ownership program could be an ideal solution for their long-term travel goals.
Presenting Tailored Solutions:
Once I understood the client’s preferences, I presented a personalized ownership package that highlighted the program’s flexibility. Instead of focusing on traditional sales tactics, I framed the vacation ownership as an investment in future vacations with guaranteed savings, exclusive resort access, and opportunities for family memories.
I also took the time to explain the flexibility of the program, including options for transferring ownership, exchanging vacation points, and accessing a wide network of partner resorts.
Addressing Objections and Concerns:
One of the most crucial parts of the negotiation was addressing common objections such as cost concerns or worries about future commitments. I used data and customer success stories to highlight the long-term savings of vacation ownership compared to regular hotel stays or expensive last-minute bookings.
I also emphasized the low-risk nature of the program, demonstrating how clients could exit or adjust their contracts if their circumstances changed. By providing transparent and clear explanations, I eased their concerns about future financial commitment.
Negotiation:
Once the clients expressed interest in proceeding, I entered the negotiation phase. Here, I offered flexible financing options and exclusive incentives (such as discounted upgrades, bonus points, or additional vacation benefits). This helped close the gap between their budget and the value of the package.
For clients who were hesitant to sign the agreement immediately, I offered limited-time incentives that encouraged them to make a decision on the spot, such as an extra discount or an upgraded vacation package at no additional cost.
Closing the Deal:
By the time we reached the closing phase, I had established a strong rapport with the clients and provided them with all the information they needed to make an informed decision. I emphasized the urgency of taking advantage of the current offer, framing it as a limited-time opportunity to lock in special benefits.
I used a combination of psychological closing techniques, such as the “assumptive close” (assuming they were ready to move forward) and the “choice close” (giving them two options for how they could proceed), which made the decision-making process feel less overwhelming.
Finally, I presented the contract in a clear, non-intimidating way, ensuring they understood every aspect of the agreement. I addressed any final concerns, and once they were ready, I guided them through the paperwork, making the experience as seamless as possible.
Results:
Increased customer satisfaction by building a genuine, needs-focused relationship with each client, which led to several referrals and repeat customers.
Overcame client objections by providing tailored solutions and transparent communication, ultimately converting skepticism into trust and loyalty.
Key Takeaways:
Understanding the client’s specific needs and presenting a personalized solution was critical to overcoming objections.
Providing clear and transparent information helped build trust and confidence, making the negotiation process smoother.
Offering flexible terms and incentives can be powerful tools for closing deals in competitive environments.
A consultative approach—listening first, then offering value—created a stronger emotional connection, which in turn resulted in higher closing rates.
Skills Demonstrated:
Sales Negotiation: Showcasing ability to negotiate contracts that are mutually beneficial.
Relationship Building: Establishing trust with clients, addressing objections, and nurturing long-term relationships.
Customer-Centric Approach: Understanding individual client needs and tailoring solutions accordingly.
Closing Strategies: Using effective closing techniques to seal the deal while maintaining customer satisfaction.